This is a YouTube video titled "Customized vs Productized services." containing a discussion between two speakers about balancing personalized client services with standardized processes to ensure quality. The conversation explores the trade-offs between fully custom solutions and productized agency models, referencing John Warlow's framework. The content was created in September 2024.
Treat each client as unique. Customize your services to fit their specific needs. I'm feeling tension between this and also having like a standardized process. Right. To ensure the quality of service. Tell me about personalizing the experience. What's the key here?
I'd just much rather see a firm go one way or the other. We're totally custom and we're solving totally new problems every single time that we take on a client. If that's really the case. That's very rarely the case. It's usually, hey, there's 20% of this that looks different, but 80% of the stuff looks exactly the same stuff we've done before. But let's just say it's totally custom. That's totally fine. But you need to bake in that you have a QA process that you're understanding. Where the issues are that translates to higher prices is what that means for that customization. Because we need to make sure it gets caught. The opposite side, the much more productized route is, hey, we already have a system for that. Built to sell by John Warlow has a great example of this. Like, there's the totally custom agency and then there's the productized agency is basically what he sets up and walks through. Why the productized agency has success, but also how to personalize how that feels.
